Service and operations management platform provider Xurrent today launched Xurrent iPaaS, a built-in integration platform that enables customers to create and manage integrations across systems. Xurrent is also developing an AI-powered integration builder that will soon allow customers to create integrations by describing what they want in natural language.
Without the integration into the systems and workflows, AI agents are merely advisory, as opposed to being operational. Today, most enterprises still deploy AI tools that sit alongside their workflows instead of embedding them directly into execution, which limits measurable ROI. In fact, an analysis of 847 enterprise AI deployments published by Harvard Business Review found that tools running alongside existing workflows fail at six times the rate of tools built directly into the work.
“Integration is the connective tissue that turns AI from advice into action,” Brian Wenngatz, CEO of Xurrent, said in the announcement. “Without it, an AI agent is an expensive demo with nothing to act on. We built our iPaaS so every agent in Xurrent can reach the systems where work actually happens and do something about it, not just make recommendations.”
Xurrent iPaaS, which will be available for the full customer base on July 1, treats incidents, change requests, service catalogs and CMDB records as first-class objects rather than generic data. Customers start from pre-built solutions and customize them to fit their own workflows, as no integration is truly one-size-fits-all.
In practice, when a critical system starts to fail, Xurrent can open the incident, alert the right people, and bring Sera AI agents into investigation before an engineer joins the call. If external systems need to be brought in, that can happen through the iPaaS layer.
Key capabilities include:
● Connecting Xurrent to systems such as ServiceNow, Jira, Okta, ClickUp, Google Drive, and other enterprise tools
● Automating workflows including account provisioning, access management, and incident routing
● Enriching incident response with CMDB data and cross-system context
● Syncing work between ITSM and development tools without manual reconciliation
● Managing integrations directly within Xurrent without external iPaaS platforms or custom code
The launch sets Xurrent apart from the three approaches that dominate ITSM integration today. Most ITSM vendors rent a general-purpose iPaaS, embedding it under their own brand and charging on task or recipe consumption. A few license integration as a separate product, with its own skill set and sales cycle. The rest ship a fixed library of hand-coded integrations and leave customers to file a feature request whenever their needs differ. Xurrent took the longer path: one platform, one roadmap, one vendor, with the iPaaS included at no extra cost.
“Most vendors resell a generic integration platform and send customers a second bill to use it,” said Phil Christianson, Chief Product Officer at Xurrent. “Ours is native to Xurrent and purpose-built for ITSM, so it treats incidents, changes, and service requests as first-class work rather than generic data and customers do not foot the bill for it separately.
